IndiGo Chairman and Non-Executive Independent Director Vikram Singh Mehta issued a lengthy public apology on Wednesday, addressing the widespread disruptions that crippled the airline’s network last week. In an eight-minute video message shared on social media, Mehta acknowledged the severity of the cancellations and delays that began on December 3, admitting that IndiGo had “let customers down” at a scale never seen before in its history.
Mehta said he understood the frustration and distress caused to thousands of passengers who were stranded across airports nationwide. While he confirmed that operations have now stabilised and returned to normal “earlier than expected,” he emphasised that the leadership is fully aware that an apology alone cannot undo the inconvenience caused. He added that IndiGo’s priority in the coming weeks will be to rebuild confidence among travellers who rely on the airline for dependable service.
His statement also comes as the Directorate General of Civil Aviation (DGCA) continues to scrutinise the circumstances that led to the breakdown in flight operations. Mehta assured that IndiGo would cooperate fully with the regulator and that the airline would bring in independent global experts to examine its systems, processes and operational preparedness. These experts, he said, will work alongside management to identify the precise triggers of the crisis and recommend safeguards so that such a collapse “never occurs again.”
Firmly denying allegations circulating on social media and in sections of the industry, Mehta said claims that IndiGo intentionally engineered the crisis were baseless. He rejected suggestions that the airline sought to exploit the disruptions to resist or delay implementation of India’s revised pilot fatigue-management rules. “The assertion that IndiGo attempted to pressure regulators or compromise safety is simply incorrect,” he stated, noting that the airline had implemented the updated guidelines throughout the July–November transition period.
Mehta described the events of December 3–5 as the result of a “confluence of unexpected factors” that cascaded into an operational gridlock. A mix of minor but simultaneous technical issues, winter-schedule realignments, nationwide weather disturbances, airport congestion, and adjustments to the new rostering norms created what he called a “perfect storm” that overwhelmed the system. “This is not an excuse—it is what actually happened,” he said, calling the episode a stain on IndiGo’s otherwise strong record of reliability.
The chairman emphasised that IndiGo’s board was actively involved from the first day of the crisis, working closely with CEO Pieter Elbers and the airline’s crisis management teams to stabilise the network. As of Wednesday, the airline has resumed its full schedule—operating 1,900 flights across 138 domestic and international destinations—with on-time performance returning to normal levels.
Despite the recovery, Mehta underlined that restoring public trust will be a long-term effort. “Our company has erred. It must earn back the trust of every customer. That will depend on our actions, not our words,” he said.
IndiGo also issued a written update on X, noting that all 65,000 employees across the organisation were mobilised during the recovery effort, working round-the-clock to stabilise operations. The statement said that the board and Crisis Management Group had been meeting daily with leadership and frontline teams, adding a reassuring message: “Please have faith in us. We are getting there.”
